Payments Team Manager

Discipline: Finance, Financial Crime & Fraud, Banking & Payments
Contact name: Aleksandra Lenkiewicz

Contact email: [email protected]
Job ref: 15632
Published: about 1 month ago
Payments Team Manager - gaming company


Responsibilities:

-Proactively investigating and resolving complex queries and escalations;
-Assessing, clarifying, and validating customer needs on an ongoing basis;
-Striving to achieve optimal customer success rates by identifying payment service improvements based on customer experience;
-Collaborating with other members in the Payments team to find the most effective methods of communication, ensuring all team members are informed and working towards common goals and/or requirements;
-Managing team schedules and workload;
-Monitoring, assessing, and reporting on performance in all payments-related matters;
-Tracking the progress of the service operation weekly, monthly, quarterly, and annually;
-Supporting the training team to plan, deliver, review, and analyze ongoing payments agent training sessions together with QA and Training Specialist.


Requirements

-As a minimum, has 2 years of Payments work experience and managed a team for at least 12 months in a related field;
-Has good knowledge of Office 365 and Google Workspace;
-Has excellent report writing skills;
-Is fluent in English, both verbal and written;
-Has an excellent understanding of customer experience and customer service;
-Possesses a thorough understanding of the brands and products;
-Has the ability to influence and lead a team;
-Has good judgment and possesses good decision-making skills;
-Has strong interpersonal skills with a high level of self-motivation and initiative.
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